James Hewitson

In a rapidly evolving world where preferred methods & forms of customer communication are constantly shifting, it can be challenging to understand when, how, & on what platform a customer should be contacted as part of the customer journey. Leaders want to learn about striking the fine balance between proactive customer engagement & bombardment, developing customer trust & sentiment by building upon previous communication & personalising interactions to perfect a profitable engagement strategy.

• Gain insights about how to stay ahead of customer communication channel/method preferences & trends by utilizing data to help determine engagement strategy

• Glean how to manage speed of response, 24/7 availability, & building upon previous customer interactions in the contact centre to fulfil rapidly increasing customer expectations

• Discover how to measure the ways that communicating with customers effectively & personalising customer engagement results in ROI & a positive commercial outcome for the business